If for any reason you wish to change or cancel your order, please notify us as soon as possible. We are happy to accommodate requests for changes or cancellations as long as we receive them before the order has been prepared for shipment or sent out for delivery.
48-hour advance notice is necessary to guarantee a cancellation or any changes to your order. An order cannot be cancelled or changed after it has been sent out for delivery or prepared for shipment. At this point, we absolutely cannot offer full refunds or any changes to the order.
In a case where an order is cancelled 48 hours before the date of delivery, RussianFlora.com can offer you a store credit for the amount you paid or we can offer you a refund to your card or Paypal account less $40 USD cancellation fee. If an order has been cancelled later than 48 hours before the delivery but not later than 24 hours, we keep 30% of the order's total or $40 (whichever is greater) and give you a store credit or refund to your card for the remaining amount. No refund will be given if an order has been cancelled later than 24 hours before the date of delivery.
The delivery date is the first date of delivery submitted by the customer at the time of ordering. If delivery was postponed for any reason after the order was submitted, the rescheduled date is not considered the delivery date.
Store credits can be redeemed for any purchase in RussianFlora.com’s online store and have no expiration date.
Note: If the delivery couldn't be completed because of
- an incorrect recipient address (and the correct phone number of the recipient wasn't provided)
- a long absence of the recipient
RussianFlora.com will keep 30% of the order total or $40, whichever is greater. You will receive a store credit for the remaining amount. In special cases, such as two or more delivery attempts, remote location of the recipient, high transportation expenses, high cost of flowers/gifts, etc., the company may retain more than 30% (up to 100%) of the order total. It's highly recommended that you specify the phone number of the recipient to avoid scam incidents and the corresponding expenses. Additionally note that if the order has already been prepared and shipped to the delivery address indicated by the customer, no refund is possible.
If the recipient refuses to accept the order: company will offer a possibility to redirect the order to another address or another recipient for $40.
If order can't be redirected to another address or another recipient: no refund will be given as each item delivered is built-to-order and items are perishable.
*If you suspect a scam incident, we recommend you to visit the ANTI-SCAM resources page
In general, rerouting (readdressing) of an order to a different address or different recipient is not permitted. It may only be allowed as an exception for an extra charge due to the fact that we expend labor and resources on each order. If no redirection is needed: the non-delivered order will be canceled; attempted delivery expenses will be retained. The balance will be refunded to your account or given as a store credit.
If we attempt delivery and the address turns out to be incorrect, we allow five days after date of delivery attempt for address and phone clarification.
Cancellation notice for the gold rose and jewelry orders to cities other than Moscow:
If the customer requests cancellation of a gold rose or of a jewelry delivery before delivery day but after the item(s) has been shipped out from Moscow, two-way mailing fees from Moscow to the city of delivery and back to Moscow will be retained as we will be required to mail the rose/jewelry back to our main office. The same rules also apply if the recipient cannot be located due to his/her absence or wrong address. Gold rose/jewelry mailing fees are non-refundable and will be retained on top of the standard cancellation fee.